FAQ: CANCELLATION POLICY
What is your cancellation policy?
Please note that you will be charged an administrative fee when Cancelling or Failing to Attend Booked appointments as outlined below:
* Cancelling within 24 hours of Booking your test online or via phone: No administrative fee
* Cancelling with more than 24 hours notice from the time of your Appointment: £25 administrative fee
* Cancelling with less than 24 hours notice from the time of your Appointment: £50 administrative fee
* Failing to Attend your appointment or No notice given: £100 administrative fee
* No refunds are available if you have attended your appointment and/or samples have already been taken.
Refunds and cancellation requests must be submitted to email@example.com and can take up to 21 days to be processed by our dedicated team and for funds to reach your account.
Will I get my result within the stated timeframe?
We are now able to deliver all our test results within the specified timeframe and our Result Turn-Around-
Time is amongst the best available.
However, please note that we use external laboratories for all PCR, Fit-to-Fly and Test-to-Release tests and have no control over their processing times once we have couriered your sample.
Laboratories may also need to sometimes repeat tests which could impact upon the time you receive your test.
Whilst we will do our very best to ensure your result is returned on time, MyHealthcare Clinic is unable to accept liability or provide any compensation for costs you may incur due to delayed results.
FAQ: COVID-19 TESTING
Which COVID-19 Test do I require?
We offer multiple testing options depending on your needs:
* PCR Test – Testing for active infection. Available in our dedicated testing centres or self-testing at home.
* Fit to Fly Test – Proof of no infection with an accompanying travel certificate. Available in our dedicated testing centres and clinics.
* Rapid Antigen Test – Testing for active infection. Results within in 4 hours. Available in our dedicated testing centres only.
* Antibody ‘Abbott’ Test – Blood testing for the presence of antibodies for past infection. Available in clinic.
Should I choose the COVID-19 PCR swab test?
This test will confirm if you currently have coronavirus.
This test is the gold standard and the same test is available to patients who are symptomatic or have been exposed to the virus. The test will be performed by taking a swab sample from the throat and nose which is then sent to our partner laboratories. This is the gold standard tests and same test as is available via the NHS testing system.
Should I choose the COVID-19 Rapid Antigen test?
This test will confirm if you currently have coronavirus with results available within 4 hours.
This test can also be used to prove negative infection prior to travel to France and Italy.
Rapid Antigen (Lateral flow) testing is available for patients who are symptomatic or been exposed to the virus. The test will be performed by taking a swab sample from the throat and nose.
We use the leading Roche Rapid Antigen tests with a 98% overall accuracy (Sensitivity 97%, Specificity 100%).
Should I choose the COVID-19 Fit-to-Fly test?
This test will confirm you do not have coronavirus and therefore are able to travel abroad.
Many countries require a fit to fly certificate showing that you have tested negative for coronavirus with a PCR test, typically within 48-96hrs of your flight.
We offer Fit-to-Fly tests with Same Day, Next Day & 48 hour turnaround. This is a throat and nasal swab test sent to an external laboratory.
If travelling to Italy you can also choose instead to have a Rapid Antigen test with results available within 4 hours.
Are Travel Certificates included in the cost of my test?
Yes. Our prices include travel certificates if required.
Should I choose the COVID-19 Test-to-Release?
If you have returned to the UK from a country that is not on the UK travel corridor list you can take this test on day 5 after your return. This is a throat and nasal swab test sent to an external laboratory.
If you receive a negative result this allows you to be ‘released’ from quarantine early as per UK government guidance.
Should I choose the COVID-19 Antibody ‘Abbott’ test?
This blood test will confirm if you have had coronavirus in the past.
If you believe you have had symptoms of coronavirus or were previously exposed to someone with coronavirus, you can have an antibody blood test. The test detects whether you have developed antibodies as a result of coronavirus infection and is performed if you are more than 21 days post symptoms.
There is currently no confirmed evidence to suggest that the presence of antibodies provides immunity to the virus so it is important to continue to practice social distancing and hygiene measures.
How do the Home Test Kits work?
Once booked, you will receive a PCR testing kit in the post sent by Royal Mail signed delivery. The kit will include everything you need and step by step instructions on how to test yourself using the swabs provided. The swabs should be sealed in the containers provided and posted back to the laboratory for testing.
We advise patients to send this by private courier or next day signed delivery to ensure rapid turnaround.
How can I trust the accuracy of these COVID-19 tests and your service?
All our tests have been sourced from multinational pharmaceutical companies including Roche AG and Abbott Laboratories, Inc.
Our partner laboratories are UKAS accredited and currently provide large scale testing to the UK government, NHS and other high-demand institutions such as hospitals and airports.
Our clinics are regulated by the Care Quality Commission ensuring we meet all requirements of a medical provider.
We are a doctor led healthcare group focused on exceptional Medical and Dental care.
Where are your tests performed?
Tests are performed in our either main Medical Clinics or Dedicated Temporary Testing Centres, depending on the test you have chosen.
Our temporary testing centres have been set up to allow patients to attend either by car or on foot in a convenient and safe manner and are not our main clinics.
How do I book a test?
All tests must be booked, registered and paid online.
Please note that we cannot make adjustments or accept any cash payments in clinic. If you require a change with your booking, please call our advice line in advance or email firstname.lastname@example.org
FAQ: TESTING DAY
Do I need to do anything before I take my test?
If you are having a PCR test please make sure you don’t eat, drink, chew gum or brush your teeth at least 20 minutes before your appointment. This can contaminate your mouth swab sample, potentially resulting in the need for a retest and delaying your result.
If you are having a fit to fly test and would like your passport number on the certificate please bring your passport to the appointment.
How long will I be at your clinics or testing centres?
Please attend just prior to your appointment time - not early or late. This helps us manage patient flow.
You will be welcomed by a member of the team who will confirm your details.
Your test will be undertaken by a trained healthcare professional and once your sample has been taken you can leave. We will then be in contact in due course with your results.
Have you taken any safety measures within your clinics?
Our staff all wear appropriate PPE for your and their safety.
All patients are required to wear a mask to their appointment unless medically exempt.
We have set up dedicated testing centres for our PCR and Rapid COVID-19 tests to ensure our dental and medical patients are not at risk.
We can only accept patients who attend alone unless you require a parent, carer or translator.
We have strict cleaning protocols throughout and end of the day to ensure our premises stay safe.
FAQ: COVID-19 TESTING Results
When can I expect my test results?
Antibody blood tests are received within 48 hours and are sent to you via email.
PCR and Fit to Fly tests are returned on the Same day, Next day or within 48hours from when the test is taken, depending on the testing product you have chosen, and are then sent to you via email or via an on-line portal.
We use external laboratories for all PCR & Fit-to-fly tests and have no control over their process times once we have couriered your sample. Please see information on delays below.
How do I receive my travel certificate?
If you have opted for a travel certificate (i.e. a Fit-to-fly test) this will be sent to you via email alongside your laboratory results. If you have any queries regarding this, please email email@example.com
Please note that we use external laboratories for all PCR & Fit-to-fly tests and have no control over their processing times once we have couriered your sample. Laboratories may need to repeat tests or prioritise other samples which could impact upon the time you receive your test. MyHealthcare Clinic is unable to provide any compensation for costs you may incur due to delayed results.
FAQs: POSITIVE AND NEGATIVE RESULT
What do I do if I test positive for coronavirus?
Make sure to isolate yourself, including from other members of your household if they do not have symptoms.
Read all the advice and follow the guidance here: https://www.nhs.uk/conditions/coronavirus-covid-19/ and if you are feeling at all unwell go straight to this site to find what to do next: https://111.nhs.uk/covid-19/.
What happens with positive test results?
Laboratories report all positive PCR tests to Public Health England as part of the national reporting processes. MyHealthcare Clinic will also report positive tests identified via rapid antigen tests to Public Health England.
What does it mean if I have a positive Antibody test result?
A positive result indicates the presence of ‘anti-SARS-COV-2’ IgG antibodies which are produced following infection. This means you have had coronavirus (COVID-19) in the past.
This does not indicate immunity so it is important to continue following the current Public Health and Government advice on social distancing and hygiene measures
What does it mean if I have a negative Antibody test result?
A negative result means no ‘anti-SARS-COV-2’ antibodies were detected i.e. there is no evidence of past infection.
A small number of people who receive a negative result may be surprised by this. This negative result could be for a variety of reasons:
* Everyone produces a different antibody response to an infection: some will develop a strong response which is detectable, whilst others only develop a weak response to the same infection which may not be detectable on testing.
* Antibody levels decrease over time in all patients. Unfortunately, there is currently no clear research detailing this time period.
* There are a multitude of other highly prevalent viruses in circulation that cause the same symptoms as COVID-19, such as rhinoviruses or influenza. Therefore, you may have had a different virus causing your symptoms.
* There is new research indicating that some people could be protected by a different part of the immune system (called T-Cells) although we cannot test for this.
FAQ: COVID-19 GENERAL INFORMATION
What is COVID-19?
Coronaviruses are a family of viruses, which cause illnesses ranging from a common cold to more severe illnesses such as MERS-CoV or SARS.
The virus identified in January 2020 is a new coronavirus, named SARS-CoV-2. The disease caused by this coronavirus has been named COVID-19 by the World Health Organisation. The main symptoms of this virus are loss of or change in sense of taste and smell, high temperature and a new continuous cough.
How can I protect myself from the virus?
Wear a mask in public settings to protect yourself and others. Even if you do not have any symptoms you may still have the virus and therefore could spread it.
The mask is NOT a substitute for social distancing; you must stay at least 1 metre away from people who are not in your household.
Avoid crowds to reduce risk of exposure.
Avoid or spend as little time as possible in poorly ventilated spaces. Open doors and windows if you are able to e.g., on a bus or train.
Keep your hands clean, wash them with soap regularly for at least 20 seconds. If you are unable to wash your hands, use sanitiser with at least 60% alcohol. It is important to wash your hands before preparing food, before touching your face, after blowing your nose, coughing or sneezing.
Clean and disinfect your surfaces regularly such as door handles, tables, worktops and your mobile phone.
Cover coughs and sneezes with a tissue or the inside of your elbow otherwise you will be spreading germs to people and surfaces around you.
What should I do if I have Coronavirus symptoms?
If you have any of the main symptoms of coronavirus you should get a test as soon as possible. You can order a home testing kit or come to one of our testing centres. You and the people you live with should not go out (other than to do your test) and not be visited until you receive your test results.
Those in your support bubble should stay at home if you have been in contact with them since your symptoms started or within the 48 hours before they started.
What should I do if I have been in contact with someone who has COVID-19?
Isolate for 10 days if you think you’ve been in contact or close proximity to someone who has coronavirus. Monitor your condition, if you develop a high temperature, continuous cough and loss or change in sense of smell and taste get a test, you can only leave the house to do this or order a home test kit.
How is COVID-19 transmitted?
COVID-19 is spread by invisible droplets. To contract it you need to be in close contact with a sick person, e.g. same place, direct contact within a meter during a discussion, cough, sneeze or in the lack of protective measures. You can also contract the disease from contact with unwashed hands contaminated with the virus or an object that has been touched by someone contaminated, although the virus will normally die after a few hours on a surface.
What is the incubation period for the coronavirus disease?
The incubation period is the time between being exposed to the virus and developing symptoms. For COVID-19 it is on average 5-6 days, but can be up to 14 days. Therefore, if you have been exposed to someone with a positive result you should quarantine for 10-14 days.